2020-02-26 Glenn M. Renwick.Robots - Is Insurance Evolving, Revolting, or Going Nowhere?

Refer To：《Glenn Renwick | Segment 2: Robots - Is Insurance Evolving, Revolting, or Going Nowhere?》。

Speaker 1:

Welcome to the second segment of my interview with Glenn Renwick, the KiwiX CEO of Progressive USA. We'll be talking about robots, whether insurance is evolving, revolting or going nowhere.

欢迎来到我与美国 Progressive 公司 KiwiX 首席执行官 Glenn Renwick 访谈的第二部分。我们将讨论机器人，以及保险行业究竟是在进化、反抗，还是停滞不前。

So getting straight into it, at Progressive I understand that you started with 100% agent-led sales, but then moved the model and brand to direct to consumer. What was the catalyst behind that change?

那么直接进入正题，我了解到 Progressive 最初是 100%通过代理销售，但后来将模式和品牌转向了直接面向消费者。这种转变背后的催化因素是什么？

Glenn Renwick:

Yes, and this all happened pre-internet, so you have to think about 800 numbers and the like. These are really important decisions because they had great resistance, but it seemed that in the United States in,

是的，这一切都发生在互联网出现之前，因此你必须考虑到当时的 800 电话之类的渠道。这些都是非常重要的决定，因为当时遇到了很大的阻力，但似乎在美国，

let's say, the very late 70s, early 80s, there was an evolving 800 number culture for certain products, even Sears Roebuck, Not necessarily a storied company today, but had more catalog sales and so on and so forth at the time.

比如说在 70 年代末、80 年代初，某些产品开始逐渐形成了 800 电话的文化，甚至像西尔斯·罗巴克（Sears Roebuck）这样的公司，虽然今天可能不再辉煌，但当时更多的是通过目录销售等方式进行业务。

Then by sort of the late 80s, it was starting to have appeal in other segments of the retail industry, not so much in the financial services industry. But in this particular case, it involved me, the pronoun's really not important,

到了 80 年代末，这种模式开始在零售行业的其他领域产生吸引力，但在金融服务行业并不明显。但在这个特定的案例中，我参与其中，具体是谁并不重要，

but I did sort of have a couple of key people and I said, you know, I think this could be a way that we could supplement our distribution and this may be the vector of change that really is going to happen in the marketplace.

但我确实找到了一些关键人物，并对他们说，你知道，我认为这可能是我们补充分销渠道的一种方式，这也许会成为市场上真正发生变化的方向。

We all look awfully bright.

我们看起来都非常聪明。

When it comes out to be the right vector but that doesn't necessarily always happen on every business decision and in this case it couldn't be more positive for Progressive because it allowed us not only a different distribution channel but allowed us to sort of introduce innovations a lot faster because we had one less constituency.

当事实证明这是正确的方向时，但并非每个商业决策都会如此幸运。在这个案例中，对 Progressive 来说再积极不过了，因为它不仅为我们提供了一个不同的分销渠道，还使我们能够更快地引入创新，因为我们少了一个需要考虑的利益相关方。

Our agents remain very important and I don't want to sort of suggest that Progressive was trying to in any way move away from agent distribution. But everything that was sort of on the horizon,

我们的代理人仍然非常重要，我并不想暗示 Progressive 试图以任何方式远离代理分销渠道。但所有即将出现的变化，

and while you couldn't necessarily see exactly the way the internet has developed and how users have gravitated to it so quickly, we certainly could see that that was a potential.

虽然你未必能准确预见互联网的发展方式以及用户如何迅速被其吸引，但我们确实能够看到这种潜力。

And there are individuals who want to go see their local agent and get advice, and maybe they've got other insurance needs that they want and share with that particular agent.

有些人希望去见当地的代理人并获得建议，也许他们还有其他保险需求，希望与特定的代理人沟通。

There was a massive part of the marketplace that just wanted auto insurance. And as much as the industry would love to be able to say, well, you need professional advice and so on and so forth.

市场上有很大一部分人只想要汽车保险。尽管行业很希望能够说，你需要专业的建议等等。

And again, I am not in any way negative towards agents. We still generate a great deal of our business through our agents and love them. But it wasn't that difficult to create an intelligent interaction with the consumer.

再次强调，我绝对不是对代理人持负面态度。我们仍然通过代理人产生大量业务，并且非常重视他们。但要与消费者建立智能互动并不困难。

Now, our first attempts at this were user interfaces were not nearly what they are today. But moving to direct and direct now represents more than half of the premium income of Progressive,

我们最初尝试时的用户界面远不如今天这样。但转向直销模式后，现在直销模式占 Progressive 公司保费收入的一半以上。

but the agent part is extremely valuable and certainly for some other products that they're a little bit more suited for. So it's a mixed model. However, I make it seem like it was okay.

但代理渠道仍然非常有价值，尤其是对于一些更适合代理销售的产品。因此，这是一个混合模式。不过，我可能让它听起来过于简单了。

There was great resistance from agents and They felt that we were trying to take their business from them. That really wasn't the case.

当时代理商有很大的抵触情绪，他们觉得我们试图抢走他们的业务。但事实并非如此。

And now I think we've got an extraordinarily healthy model, and if I can just go on a little bit, because we did the direct to the consumer.

而现在，我认为我们拥有了一个非常健康的模式。如果允许我再多说一点，这是因为我们实施了直接面向消费者的模式。

We had the need to develop a consumer brand which may never have happened if we'd been agent distributed. So now agents can actually represent a company that for them is the best consumer brand that they can represent.

我们需要建立一个面向消费者的品牌，如果我们一直依靠代理商分销，这可能永远不会发生。因此现在代理商实际上可以代表一家对他们而言是最好的消费者品牌的公司。

So it actually did come sort of full circle to being a positive for our agents as well.

因此，这实际上也为我们的代理商带来了积极的全面影响。

直销的成本更低，什么是平庸？对错显而易见的地方模糊不清，对错模糊不清的地方又很有见解。

Speaker 1:

So you have spoken about the agent resistance. Were there any other hurdles when implementing a huge change like that?

您提到了代理商的抵触情绪。在实施这样一个重大变革时，还有其他障碍吗？

Glenn Renwick:

That is by far the largest. However, there are some regulatory issues, and they're US regulatory issues, so I won't go into them in great detail. First of all, the insurance in the United States is regulated by the states.

这是迄今为止规模最大的。然而，存在一些监管问题，而且是美国的监管问题，因此我不会详细讨论。首先，美国的保险是由各州监管的。

We have really multiple jurisdictions, 50 jurisdictions, that regulations, surprisingly, are not the same in individual states.

我们实际上有多个司法管辖区，共 50 个司法管辖区，令人惊讶的是，各州的监管规定并不相同。

And they weren't written To oppose direct in any way, shape or form, but they weren't written with direct to the consumer in mind.

这些法规的制定并不是为了以任何方式反对直销，但它们在制定时并未考虑到直接面向消费者的模式。

So the whole notion that insurance policy would have an agent was sort of embedded into the regulatory framework. And here we're coming along as Geico had also done similarly, and selling directly to the consumer.

因此，保险政策中包含代理人的概念在监管框架中根深蒂固。而我们现在的做法与 Geico 类似，直接向消费者销售。

So that part of the regulatory framework really wasn't there. And surprisingly, isn't there today, but there's no opposition to it. And just sometimes the regulations sort of look like they were written at a period where this didn't exist.

因此，这部分监管框架实际上并不存在。令人惊讶的是，即使到今天也还没有，但也没有人反对它。有时候，这些法规看起来就像是在一个这种情况还不存在的时代制定的。

And I'm sure to some of your entrepreneurs and people in the insurance tech, they're facing issues where what they're doing wasn't anticipated by regulations.

我相信你们当中的一些企业家和保险科技领域的人士正在面临这样的问题，他们所做的事情是法规当初没有预料到的。

But luckily we didn't have anything that was a major hurdle that prevented us doing things, but there were oftentimes delays and proofs that we had to produce and things that we had to do a little differently.

幸运的是，我们并没有遇到任何重大的障碍来阻止我们做事情，但经常会遇到延迟，需要提供证明材料，以及需要以稍微不同的方式来处理一些事情。

Speaker 1:

And going direct when you started Mint using the telephone, in what way did internet change the game?

当你创立 Mint 时，通过电话进行直销，那么互联网是如何改变这一局面的？

Glenn Renwick:

Ah, it, well, it was, it was quantums. Yeah, the telephone, at least we forget, at that time was still quite an effective device, but clearly costly and clearly from a scaling point of view problematic,

啊，它，嗯，它是一个巨大的飞跃。是的，电话，别忘了，在那个时候仍然是一个相当有效的工具，但显然成本高昂，而且从规模扩展的角度来看也存在问题，

although we have lots and lots of call centers, but we would have had even more had we not had something like the internet.

尽管我们拥有大量的呼叫中心，但如果没有互联网这样的工具，我们可能需要更多的呼叫中心。

But more so, the internet sort of provided the ability to start really getting into much more intelligent user interfaces.

更重要的是，互联网提供了开始真正进入更加智能化用户界面的能力。

And we created labs where we would actually watch the retina of people's eyes so that we could actually determine whether what looked really cool graphically was effective for them.

我们建立了实验室，通过观察人们视网膜的反应，来确定那些看起来非常酷的图形设计是否真正有效。

So we took it to a level of science that I think it was extreme. I'm sure others do it, but we all know websites that look good, but are frustrating. And then there are others that may or may not look as good.

因此，我们将其提升到了一个我认为极致的科学水平。我相信其他人也会这样做，但我们都知道有些网站看起来不错，却让人感到沮丧；而另一些网站可能外观不那么好看。

But it just works, and it anticipates your flow. We had to become very good at sort of that mindset. And then on top of that, what I'd call intelligent data fill.

但它们就是有效，并且能预判你的操作流程。我们必须在这种思维方式上变得非常擅长。此外，还有我所称的智能数据填充。

Now, I don't know, I haven't been in the New Zealand market long enough to really know what is available and what's done. So you may be light years ahead of where we were, or this may not be as relevant.

现在，我不确定，我在新西兰市场的时间还不够长，不太清楚这里有什么以及做到了什么程度。所以你们可能已经远远领先于我们当时的水平，或者这些内容可能并不那么相关。

You don't want to spook the consumer out by the moment they type their name. You say, yeah, I know everything about you.

你不希望消费者一输入自己的名字就感到害怕，好像你在说：“是的，我对你的一切了如指掌。”

On the other hand, really intelligent, well-paced, Data fill, so that you can actually, okay, I understand really quite that you have these vehicles.

另一方面，真正智能化、节奏适当的数据填充，使你能够真正理解：“好的，我确实知道你拥有这些车辆。”

And do it in a way that just doesn't put the consumer, oh, this is getting a little spooky for me.

并且以一种不会让消费者觉得“哦，这对我来说有点吓人”的方式来实现。

And then little subtle things that we can sort of laugh off, but actually in a great design look good, you put in your vehicle and actually will bring up your vehicle.

然后是一些微妙的小细节，我们可能会一笑置之，但实际上在优秀的设计中看起来很棒，比如你输入你的车辆信息后，它确实会显示出你的车辆。

In some cases, we even got the color right just because of what was available to us in external databases that we could feed in at the time.

在某些情况下，我们甚至能够准确地确定车辆颜色，仅仅是因为当时我们可以从外部数据库中获取这些信息。

So that type of obsession with getting the interview for the sale right really led us through and we were certainly the market leader in that.

因此，这种对销售过程中访谈环节的极致关注真正推动了我们的发展，我们在这方面无疑是市场的领导者。

We were the first to ever sell an insurance policy So there's a few of us still remember the first lady in Wisconsin, I think it was, that bought the policy and some of the details about the policy.

我们是第一个在线销售保险单的公司，因此我们中有一些人仍然记得第一位购买保险的女士，我记得是在威斯康星州，以及一些关于那份保单的细节。

Obviously we wouldn't, privacy, we don't give out any more details than that, but it was one of those fun things where you go, okay, we've now got, back then, a very basic website. Will anyone use it? And then the first sale, that's cool.

显然出于隐私考虑，我们不会透露更多细节，但这是件很有趣的事情，当时我们只有一个非常基础的网站，我们还在想会不会有人使用它，然后就有了第一笔销售，这感觉很棒。

And then the second sale. From there it's been quite a wild ride.

然后是第二次销售。从那时起，这一路相当疯狂。

Speaker 1:

How else would you say insurance distribution has changed and where do you see the future of insurance distribution going?

你认为保险分销方式还有哪些变化？你觉得保险分销的未来会走向何方？

Glenn Renwick:

I think resting and again moving aside from the agent which is the right choice for some people but on the direct side just really sort of resting control to the consumer is great.

我认为，撇开代理人不谈（代理人对某些人来说是正确的选择），在直销方面，将控制权真正交给消费者是非常好的。

This is a little bit of a distribution but more of a product in and of itself. We allow people now to Have their insurance premium judged or determined by the usage of the vehicle?

这在一定程度上涉及分销，但更多的是一种产品本身。我们现在允许人们根据车辆的使用情况来确定他们的保险费吗？

So we started off by actually putting a little dongle in the car which would give us telemetry data. Actually it was batch at first but then ultimately telemetry and so on and so forth. Now we can do it all from the phone.

所以我们最初实际上是在汽车里安装了一个小型设备，以收集遥测数据。一开始实际上是批量处理的，但后来逐渐实现了实时遥测等等。现在我们可以完全通过手机来完成这一切。

So we actually can know how you're driving your vehicle which frankly I'd be surprised if people don't sort of say even in your zone with Less of a focus on liability.

所以我们实际上可以了解你是如何驾驶车辆的，坦率地说，如果人们不提出类似的要求，即使在你们的领域里，对责任的关注较少，我也会感到惊讶。

You know, why don't you rate me based on who I am versus all the other factors, my age and so on and so forth, where I live. And this is a great movement away from what I'll call correlation variables. To causation.

你知道，为什么不根据我个人的情况来评估我，而不是根据其他因素，比如我的年龄、居住地等等。这是一个很好的转变，从我所说的相关变量转向因果关系。

So actually we now can say, look, we're going to rate you as an individual. That's very different than the original notion of insurance, which was,

因此实际上我们现在可以说，看，我们将根据你个人来确定费率。这与保险最初的理念截然不同，最初的理念是，

we'll put you in a large group of people that look similarly from a insurance underwriting perspective to you, and your price will be determined by that group dynamic versus your individual dynamic.

我们会将你放入一个从保险承保角度看起来与你类似的大群体中，你的价格将由群体特征而非你个人特征来决定。

Technology is allowing us to move towards a true customization or individualization of insurance premiums and I think that kind of movement combined with the data collection and data initiation on the Internet It really does change everything.

技术使我们能够朝着真正定制化或个性化的保险费率方向发展，我认为这种趋势与互联网上的数据收集和数据生成相结合，确实改变了一切。

The second one that hasn't really happened yet, it was something I was, let's just say we were planting the seeds for, is should insurance be fixed term?

第二个尚未真正发生的变化，是我之前一直在为之铺垫的一个想法，即保险是否应该是固定期限的？

You know, today we think very clearly about buying a six-month policy or an annual policy or whatever, renewable. Is that necessary?

你知道，今天我们很明确地考虑购买六个月或一年期的保单，或者其他可续保的保单。这种方式有必要吗？

And with technology, why can't it be more of just a continuous variable with relatively flexible start and end dates that are based more on the user need? What if someone doesn't need their car for three months and it's not being used?

随着技术的发展，为什么不能让保险成为一种连续的变量，拥有更加灵活的起止日期，更贴合用户的实际需求呢？如果有人三个月不需要用车，车辆也没有被使用，那该怎么办？

Should they pay premium for that? The telemetry can certainly help in that respect. So I think we're moving more to sort of insurance for the one.

他们还应该为此支付保费吗？遥测技术在这方面肯定能有所帮助。因此，我认为我们正逐渐转向一种更个性化的保险模式。

And more based on how that one actually uses their vehicle and whether they're a very fast accelerator or a very fast breaker,

并且更多地基于个人实际使用车辆的方式，比如他们是否经常快速加速或急刹车。

which we found to be two causal relationships far more important than whether they were going at a high speed or even above the speed limit or something like that. Data is extraordinarily valuable, extraordinarily rich.

我们发现这两个因果关系远比他们是否以高速行驶，甚至是否超过限速之类的因素更为重要。数据具有非凡的价值，极其丰富。

You've just got to mine it for the right things.

你只需要从中挖掘出正确的信息。

Speaker 1:

With all these changes in distribution and product, do you think the place of trust has changed in insurance sales?

随着分销渠道和产品的这些变化，你认为信任在保险销售中的地位是否发生了变化？

Glenn Renwick:

People would certainly have great trust in their agent and I think that model, I don't want to date that model because that remains true today, but I think that's why people go to an agent.

人们肯定会非常信任他们的代理人，我认为这种模式，我并不想给这种模式定个年代，因为这种情况今天仍然成立，但我认为这正是人们选择代理人的原因。

We are clearly talking about a generational type thing and people are willing to trust websites and perhaps have never had an intermediary in any parts of their life so that trust can be transferred Almost to yourself,

我们显然在谈论一种代际差异，人们愿意信任网站，也许他们生活中从未有过中介，因此这种信任几乎可以转移到自己身上。

but you want to make sure that whoever you're dealing with, and this goes for lots and lots of industries, Feels trustworthy. And I'm not talking about publishing your privacy policy or your data release policy or anything like that.

但你需要确保与你打交道的对象——这适用于许多行业——让人感觉值得信赖。我这里说的并不是发布你的隐私政策或数据发布政策之类的东西。

I'm talking about just every single element of it, why it feels right as a match for you. And that's a discipline and a skill that isn't just, oh, get it right one time.

我指的是其中的每一个细节，为什么它让你感觉适合自己。这是一种自律和技能，而不仅仅是一次性做到正确就可以了。

It's the small, subtle details all the time of that interaction with the consumer. And by doing that, I think the consumer can start to say, I trust myself.

这种与消费者互动过程中细微而微妙的细节始终存在。通过这样做，我认为消费者可以开始说：“我相信自己。”

So I'm not sure whether that trust is going on to the insurance company as much as it's going to themselves. But I trust myself in combination with, let's say, Progressive.

所以我不确定这种信任是否更多地转移到了保险公司身上，还是更多地转移到了他们自己身上。但我相信自己与 Progressive（前进保险）结合在一起。

And I think that's an outcome that with the brand of Progressive, And giving a lot of power to the consumer, that trust relationship is now shared versus abdicated.

我认为这是 Progressive 品牌所带来的结果，通过赋予消费者更多的权力，这种信任关系现在变成了共享，而不是放弃。

Speaker 1:

So it's still very much important, it's just changed slightly perhaps.

因此它仍然非常重要，只是可能发生了一些细微的变化。

Glenn Renwick:

Yeah, insurance trust is critical.

是的，保险信任至关重要。

Speaker 1:

What are your thoughts on automating parts of the insurance customer journey? Are there some parts of the customer journey that are easier to automate maybe than others?

您对保险客户旅程中部分环节的自动化有什么看法？客户旅程中是否有一些环节比其他环节更容易实现自动化？

Glenn Renwick:

Yeah, I'm a huge fan of automation. That was, you know, a big part of Progressive. I tried to always present Progressive at least to Wall Street as a statistics factory and a technology company, which wasn't really there for the smile value.

是的，我非常支持自动化。这在 Progressive 公司中占据了很大一部分。我一直试图向华尔街展示 Progressive 至少是一家统计工厂和科技公司，而并非仅仅为了表面的价值。

That was really how we looked at ourselves versus sort of a more classic underwriter. So from a technology point of view, We went to great lengths.

这确实是我们看待自己的方式，而不是传统意义上的承保商。因此，从技术角度来看，我们付出了巨大的努力。

I mean the most important is really how it manifests itself on the product and I talked a little bit about telemetry now and using The car and the driver relationship as a primary rating variable and I think that will continue because they know where they are,

我的意思是，最重要的是技术如何体现在产品上。我之前稍微提到了遥测技术，现在我们将汽车和驾驶员之间的关系作为主要的定价变量。我认为这种趋势会继续下去，因为他们知道自己在哪里，

they know how they're being driven and those things are critically important as we start to develop a price point that can be individualized. Then you can move on to the claim segment.

他们知道自己是如何驾驶的，而这些因素在我们开始制定个性化价格时至关重要。然后你可以进一步进入理赔环节。

We took claims, this was a longer story, we took claims extraordinarily seriously In terms of process innovation and making sure that we redefined our product as a company.

我们非常重视理赔，这背后有更长的故事，我们在流程创新方面非常认真，确保我们作为公司重新定义了自己的产品。

First, our product, and I think this is probably true for most insurers, was cash. Something happens, you get cash back. Well, we found that wasn't what the consumer wanted. What they wanted was their car back.

首先，我们的产品——我认为这对大多数保险公司来说可能都是如此——是现金。发生事故后，你会得到现金赔偿。但我们发现，这并不是消费者真正想要的。他们真正想要的是把车修好。

I'm not talking about injury, which is A big part of the insurance premium in the United States, but just physical damage. They wanted their car back in the driveway.

我这里说的不是人身伤害，虽然在人身伤害方面的保险费在美国占了很大比例，而仅仅是车辆的物理损坏。他们想要的是车子修好后回到自家车道上。

But we often, at least in the United States, exposed them to a supply chain that was very A low frequency transaction for them. They didn't understand body shops and that didn't always go well.

但至少在美国，我们经常让消费者面对一个他们很少接触的供应链。他们不了解汽车修理厂，这种情况并不总是顺利。

So we ultimately changed our process to make the consumer ultimately have their car back in the driveway. And we took proxy and care of the car during that time. And that was a lot of technology involved in that as well.

因此，我们最终改变了流程，让消费者最终能将车开回自家车道。在此期间，我们代为照管车辆。这其中也涉及了大量的技术。

Now you have even more tools that will supplement that process and probably build on it. With photo inspection. So it's one thing to take a photo of damage.

现在你拥有了更多工具来辅助并可能进一步完善这一流程，比如照片检查。拍摄损坏照片是一回事。

It's another thing to take a photo of the damage of a car and have it matched with five million other similar quarter panel damages and through artificial intelligence actually be able to say,

而拍摄汽车损坏部位的照片，并将其与其他五百万个类似的侧面板损坏情况进行匹配，通过人工智能实际上能够判断，

This is probably the right price for fixing that particular quarter panel. Now, if you have five, you can't do it. If you have five million, you can get very close.

修复该特定侧面板的合适价格可能是多少。如果你只有五个案例，你做不到这一点。但如果你有五百万个案例，你就能非常接近准确。

And with artificial intelligence combined with photo inspection, we all know what can be done with some of the Google tools and so on and so forth today. That's a really powerful notion. Your question is really technology.

而且，通过人工智能结合图像检测，我们都知道如今利用谷歌的一些工具等可以实现什么。这是一个非常强大的概念。你的问题实际上是关于技术的。

It pervades every part of the cycle. We talked a lot about the intelligent data fill. We talked a lot about, we just did claims.

它渗透到整个周期的每个环节。我们谈了很多关于智能数据填充的内容，也谈了很多，我们刚刚讨论了理赔。

I could also talk about how we presented Progressive as the only company, I think, in the world that actually presents its full financials every month. We can talk about the reason for that later. But again, it was all based on technology.

我还可以谈谈我们如何将 Progressive 呈现为世界上唯一一家每月公布完整财务数据的公司。我想，我们稍后可以讨论这样做的原因。但同样，这一切都是基于技术的。

Here's my but. My but is that when your customer really wants to talk to you because it's one permutation or combination that you didn't Get inside of the primary flows of your software.

但我要强调的是，当你的客户真正想与你沟通时，可能是因为你的软件主要流程中没有涵盖到某种特定的排列组合情况。

They can get extraordinarily frustrated by not getting the service that they need. And occasionally that means talking to a human being. You know, the chatbot might not get that one. So it's horses for courses.

如果客户无法获得所需的服务，他们可能会感到极度沮丧。有时候，这意味着需要与真人交流。你知道，聊天机器人可能无法理解某些特殊情况。因此要因地制宜。

My advice would be don't necessarily cut the human to human interaction out. We know it's expensive. We know we want to minimize it.

我的建议是，不要完全取消人与人之间的互动。我们知道这种互动成本很高，也知道我们希望尽量减少它。

If you really focus on the details, the subtleties and process improvements all the way along your food chain, you can get an awful lot of it out.

如果你真正关注细节、微妙之处以及整个流程链上的改进，你可以大幅减少对人工互动的需求。

But don't deprive your customer of the ability to occasionally just have that one, as I said, awkward permutation that didn't fit.

但不要剥夺客户偶尔遇到我之前提到的那种不太合适的特殊情况时的处理能力。

Now, if you get enough of those, maybe there's a possibility you can also automate that and backwardly fill your product or your service gaps. That would be my only advice.

如果你遇到足够多这样的情况，也许你也可以将其自动化，并反向填补你的产品或服务缺口。这是我唯一的建议。

I think it's absolutely an industry that can take and use technology, no questions asked, but it can be very brand damaging if the consumer gets frustrated by not being able to feel like there's a way to get into that system.

我认为这个行业绝对可以采用和利用技术，这毫无疑问，但如果消费者因为无法顺利进入系统而感到沮丧，这可能会严重损害品牌形象。

Speaker 1:

Would you say that the future of robo-advice and automation is really about giving the customer the choice? About speaking to a human when they want or using automation when they want.

您是否认为机器人建议和自动化的未来实际上是为了给客户提供选择？即客户想与人交流时可以与人交流，想使用自动化时可以使用自动化。

Glenn Renwick:

Yeah. And it's up to you, the provider. If you do it really well, you'll change that balance point. If it's not done well, people will opt for the human way more than you probably want them to. Yeah.

是的。这取决于你作为提供方的表现。如果你做得非常好，你会改变这种平衡点。如果做得不好，人们可能会比你希望的更倾向于选择人工服务。是的。

But one of the things that we always encourage our developers, our customer service people to think about is lifetime on premium of the customer. It's very expensive to acquire a customer.

但我们一直鼓励开发人员和客户服务人员考虑的一件事是客户的终身保费价值。获取一个客户的成本非常高。

I'm coming from my perspective where television advertising, Google advertising, social media advertising, etc., etc. It's very expensive. Keeping a customer Can be extraordinarily profitable, especially if you can keep them for decades.

我是从电视广告、谷歌广告、社交媒体广告等方面的经验出发的。这些广告成本非常高昂。留住客户可能会带来极大的利润，尤其是如果你能将客户保留数十年之久。

And where, unlike some of the more state farms of the world that have been around for a long, long, long time, we don't have too many that are multi-decade customers. But as we sort of Continue to advance that timeline.

与一些历史悠久的公司（如 State Farm）不同，我们并没有太多拥有数十年历史的客户。但随着我们逐渐推进这一时间线，

We expect that we'll be developing multi-decade customers and their lifetime earned premium, lifetime profitability, let's just say that. It's extraordinary and we want to be fair to them, we want to be fair to the company,

我们预计将培养出拥有数十年历史的客户，他们终生所贡献的保费和终生的盈利能力，可以说是非常可观的。我们希望对客户公平，也希望对公司公平，

but you don't want to miss the opportunity to have them say, yeah, I'll stick rather than change just because of that one small interaction.

但你也不希望错过机会，让客户愿意说：“是的，我会留下来”，而不是仅仅因为一次小小的互动就选择离开。

So I'm a big advocate, two thumbs up for technology, but not at the cost of not switching if that's what the customer needs or wants at that time.

因此，我非常支持技术的发展，但不能以牺牲客户在需要或想要时进行切换的自由为代价。

Speaker 1: 发言人 1：

Thank you Glenn. It's really interesting to reflect on how much distribution has changed and also where it's going. It sounds like trust is still very important as is quality of service and retention.

谢谢你，Glenn。回顾一下分销渠道发生了多大的变化以及未来的发展方向，确实非常有趣。听起来信任仍然非常重要，服务质量和客户留存也是如此。

In the next segment we'll be talking about innovation and insurance.

在下一部分，我们将讨论保险领域的创新。

2020-02-26 Glenn M. Renwick.Robots - Is Insurance Evolving, Revolting, or Going Nowhere?

2020-02-26 Glenn M. Renwick.Robots - Is Insurance Evolving, Revolting, or Going Nowhere?

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